This is a hybrid role:

part VoC/VoM program manager, part data/reporting builder. You'll need both the customer-insight instincts of a traditional VoC leader and the technical chops to build dashboards and tools. The ideal candidate is a strategic thinker, skilled in research methodologies, and passionate about championing the customer's voice throughout the organization.

Primary Responsibilities Develop and Lead VoC/VoM Strategy:

Own the end-to-end Voice of Customer program: survey design (NPS, CSAT, CES), feedback collection across channels, and ongoing sentiment tracking.\nOwn Voice of Market strategy: market-level intelligence, competitive signals, and external trend data that complement direct customer feedback.\nDesign and lead the consolidation of VoC and VoM into a single, unified insights framework, connecting customer sentiment with broader market context to surface deeper, more strategic findings.

Insight Generation and Reporting:

Build and maintain reporting cadences (weekly/monthly/quarterly) that translate raw feedback into clear, actionable insights for leadership.\nDesign and build self-service dashboards and tools on Databricks so teams can explore customer and market insights independently.\nDevelop data pipelines that unity feedback data from multiple sources into a single, queryable structure.\nUse AI coding tools (such as Claude code) to accelerate the development of internal tools, automate reporting workflows, and prototype new self-service capabilities.\nIdentify trends and root causes across combined VoC/VoM data, partnering with Product and Engineering to close the loop on recurring issues.\nMonitor the impact of implemented changes and maintain a feedback loop for continuous improvement.

Additional Primary Responsibilities Stakeholder Engagement:

Partner with the Digital Enablement Organization at both national and subregional levels to align feedback and market insights with digital strategy and rollout priorities.\nCollaborate with cross-functional teams (product, design, marketing, commercial sales) to ensure customer insights inform decision-making and product development.\nServe as a liaison between VoC/VoM and production support, tracking issues through to resolution and closing the loop with customers and internal stakeholders.\nBuild relationships across the organization to champion customer-centricity and secure buy-in for VoC initiatives.

Program Management:

Manage relationship with VoC platform vendor and program operations, including survey design, participant recruitment, and data quality assurance.\nIdentify feedback signals that point to technical or performance issues (bugs, outages, degraded experience) and route them to the production support team for triage and investigation.\nContinuously improve how feedback and market intelligence are captured and surfaced, reducing manual reporting overhead over time. Minimum Qualifications Bachelor's degree in design, psychology, marketing, human-computer interaction, or a related field\n5+ years of experience in Voice of Customer, customer insights, CX/market analytics, or a related role\nProven experience managing a VoC program end-to-end: survey design, feedback/market data collection, and stakeholder reporting\nProficiency in qualitative and quantitative research methods\nComfort triaging customer-reported issues and routing them to the technical teams, with the judgement to distinguish product feedback from genuine technical/performance problems\nStrong analytical and problem-solving skills, and comfort building self-service tools that reduce reliance and manual, one-off analysis\nExperience with Claude Code or other AI-assisted coding tools strongly preferred\nExcellent written and verbal communication skills with the ability to translate messy, qualitative feedback and market data into clear narratives for both executives and technical team\nProficiency in research tools and software (e.g., SurveySparrow, Quantum Metrics, Adobe Analytics)\nAbility to work independently and manage multiple projects simultaneously\nExperience in B2B or B2C environments with complex customer journeys\nPhysical Demands Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor) or adding machine\nPhysical demands with activity or condition may occasionally include walking, bending, reaching, standing, and stooping\nMay require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs\nEEO Statement\nSouthern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SGWS complies with all federal, state and local laws concerning consideration of a qualified applicant's arrest and/or criminal conviction records. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges. 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